Our process

Our aim is to help you make the right decisions about your business

We understand that you may not have worked with us before, so this page is to outline our process so you know what to expect.  As one client with over 30 years’ experience Senior Executive positions/ Global FMCG and Healthcare put it:

"Susan thoroughly digests the client brief, seeks to comprehensively understand the business and its deliverables, asks the right questions and then formulates the appropriate methodology to meet the research objectives."  

We work with organisations of any size, in any sector. We have conducted: a general public survey about needs and perceptions for a small Association; customer journey research with clients of a medium-sized insurance provider; usability testing for a major bank; and many more.

The stages of our process:

  1. The Discovery Call: We ask you some specific questions and you can ask us anything that you need to know.
  2. Understanding you. We then take the time to understand your organisation and its context so that we can design the best research for you.
  3. Proposal. We then submit a proposal which outlines in detail the method we consider best for you, alongside costs and timeframe - and we give you some options.
  4. Responding to feedback  We then discuss whether these the options are right for you, and we can resubmit the proposal with a design that suits you better, if you wish.
  5. Onboarding. Once commissioned, we bring together the team and resources we need for this project and follow our internal onboarding process
  6. Research materials. We draft the research materials (e.g. recruitment specification or survey questions). You will have lots of opportunities to comment on these and request changes.
  7. Kick off.  When you are happy with the proposed research material, we start the research process, such as recruiting people for interviews, sending out the survey etc.
  8. Reporting. We present the results to you (face to face or webcam) and supply a written report in the format of your choice. You will have lots of opportunities to give feedback and request changes on drafts before final presentations and reports.

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We are members of the Research Society so we are bound by the Code of Professional Behaviour. This includes guaranteeing the confidentiality of client information.


How to talk to us about the research you need

The best research starts with a conversation

If you are not sure what you need, or would appreciate our advice, we offer free consultation.  We can also give you a quote to your specifications. To help us quote or advise you, here are some things to think about:

Why do you need research or testing?

  • Tell us why you want to conduct the research. It doesn't need to be more than a sentence or two. Perhaps it is 'to understand the needs and perceptions of our members', or 'to test how clearly we communicate' for example.
  • For example, you may want to measure how many people do or think something. If so, we will need quantitative research of some kind, like a survey. If the objective is to explore the customer journey, you will need some form of qualitative research such as an in-depth interview, an online focus group, face to face focus group or ethnography (observation). If you don't know, don't worry - we will explain the pros and cons of each approach.

Who is your target market?

  • Who are your customers, members, users, or stakeholders etc? Try to be as specific as you can. If you are planning to use a customer or member list, roughly how many people are on the list?

What do you want to test or what do you need to know?

  • What resources do you want to test? How do people interact with these resources, why and when?
  • When do you need this by?

For a quote or a confidential discussion about your research needs